JOB TITLE: System Support Engineer

FUNCTIONAL AREA: Customer Service

LOCATION: Australia/Sydney

REPORTS TO (Position Title): Regional Service Director

POSITION SUMMARY:

Stratus Technologies is seeking a System Support Engineer to join a dynamic team of Customer Service professionals supporting Stratus fault tolerant products deployed by our global customers and partners. The successful candidate will have experience supporting complex enterprise technology inclusive of server, storage, and operating system troubleshooting.

In this role, you will use your great customer service and interpersonal skills to work directly with Stratus customers and partners to provide corrective and remedial actions as part of the resolution process.

Candidates must have expertise and strong command of operating systems in Windows, Linux, and VMware. The right candidate also will have a good understanding of communication protocols such as TCP and SSL/SSH. This role requires strong communication, hands-on technical skills, and methodical analytical troubleshooting skills to effectively perform the job.

Familiarity with network switches/routers, packet analyzers and reading traces would be an added advantage.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Perform remote troubleshooting and/or onsite support of incidents and exception situations, working closely with customer/partner and collaborating effectively with other support organizations. The Support Engineer takes the lead in driving all technical problem to closure and resolution.
• Perform installation and commission of the Stratus product.
• Work with cross-functional teams to solve complex situations where critical thinking, problem solving, cross-functional leadership are required.
• Interface with Product Support team on product defects identified through problem replication.
• Document the troubleshooting and resolution process using Stratus case management tools. Provide ongoing updates and status reports to customer/partner.
• Deliver superior customer support on identified key/critical accounts as required.
• Provide appropriate levels of technical support training to Stratus customer and partners.

SKILLS AND EXPERIENCE:

• 7 or more years relevant work experience in customer facing roles providing technical support and/or consulting to enterprise customers.
• Demonstrable technical understanding of operating system environments, networking, and storage subsystem.
• Ability to develop good working relationships with customers and other cross-functional team.
• Strong multitasking skills to effectively manage multiple support cases and maintain timely follow-up with customers.
• Excellent verbal and written communication skills.
• Ability to work independently and travel within assigned territory.